How long after ordering is my order shipped?

We typically ship all orders within 2-4 business days.

Which carrier do you use?

We ship all items with UPS. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.

For USA Domestic orders, we use UPS First Class with tracking.

For USA Expedited orders, we use FedEx.

For Canada orders, we use UPS, running on an equivalent to First Class International service.

For Europe, UK, and International, we use Landmark Global, running on an equivalent to First Class International service. Once the package has landed in the destination country, it is delivered by the domestic mail carrier in that country.

All International domestic mail carriers operate a little differently. Please be aware that some may have reduced tracking facilities.

How long does it take to arrive?

We ship all orders from our USA or European factory, depending on your location. Due to Covid-19, some international packages may be delayed due to routing or customs delays:

We ship most products within 2-4 business days. After that, items typically arrive to customers within:

  • USA: 2-5 business days
  • USA Expedited: 1-2 Business days
  • Canada: 5-10 business days
  • UK, most of EU: 3-7 business days
  • Australia, New Zealand: 8-20 business days
  • Rest of the World: 5-20 business days 

    These time-frames are typical and sometimes local carrier issues may mean your item arrives slightly later than this. Check your local mail carrier website for the latest updates on how Covid-19 is affecting deliveries.

    If you wish to contact the carriers, you may use the following details:

    Additional Important Info:

    • Tracking is available for all USA Domestic orders, and orders to around 36 international countries.
    • The tracking will be uploaded to the order automatically by the end of the day we ship it
    • All international mail items will show no tracking updates once they have left the USA, until they have cleared customs in the destination country.
    • While we make every effort to label our shipments to assist customers with the fastest delivery, if customs charges are applied on a shipment, this is payable by the customer.
    • We do not cover items that are lost or stolen in transit if the package is marked as Delivered by the carrier, unless the order was purchased with  Package Protection.

    I didn't receive my order?

    Please contact our support team, quoting your order number from the confirmation email/SMS message. We'll help track down your order.

    What about customs fees/taxes?

    We do our best to help ensure your item arrives as smoothly and quickly as possible, including labelling the package with all relevant information for customs authorities.

    Changes to EU customs regulations means you may be charged sales tax (VAT) upon delivery of your order. Refer to your country tax authority for guidance on what fees are due on items shipped from outside of your country.

    If fees are charged by customs, they are payable by the recipient.

    Shipping Insurance

    Shipping insurance is offered at checkout. It's provided by Route. Route will contact you with all insurance info and terms via email.

    Route will inform you of the shipping and tracking for your package, regardless of whether you have purchased the insurance.

    If your item becomes lost, stolen, or damaged in transit - you can file a claim with route directly at this page: https://claims.route.com

    Please note - shipping insurance is non-refundable once your order has shipped.

    Cancellation & Exchanges

    Can I cancel or change my order?

    We try to start production of all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.

    Please contact our support team to check if changes or cancellation are possible, and give the reason you wish to cancel.

    My item is damaged/incorrect, what do I do?

    Please contact our support team for any items that arrive damaged, defective, or if the wrong item arrived, and include a photo of the item.

    We'll arrange for a replacement item to be sent to you as soon as possible. 

    Please do not return items to us without authorization from support first.

    Can I return my purchase?

    We hope you'll love the item you purchased. If there are any concerns about it, or if you are thinking of returning it, please contact our support team for assistance, explaining your reasons for wanting to return it.

    Please note, personalized items may be subject to a deduction from the refund amount as they cannot be restocked. Shipping and insurance is non-refundable.

    My item looks different to the online listing?

    This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look.

    It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.